Telecommunications is crucial for economic growth, education, healthcare, and government operations. Poor network performance, especially in underserved areas, disrupts communication, reduces productivity, and limits access to essential services. Reliable networks are key to Africa's digital transformation and socio-economic progress. 

The Uganda Communications Commission (UCC) assessed mobile voice and data services in different towns across Uganda between August and September 2024. This exercise involved taking network measurements in key locations such as commercial business areas, health centers, district headquarters, schools, and residential areas to understand how consumers experience these services in real-life situations.

“Our tests were conducted during peak hours when most people are using their phones to capture how well networks perform during busy times,” the UCC revealed in its publication.

The assessment evaluated the services of Uganda Telecommunications Corporation Limited (UTCL), operating as Utel, MTN Uganda Limited, Airtel Uganda Limited, and Tangerine Limited, operating as Lycamobile. The latest findings reveal a mixed performance among these four mobile network operators, highlighting progress and persistent challenges in call quality, network reliability, and data performance across 30 towns.

State-owned UTeL faced significant setbacks, with its Dropped Call Rate (DCR) rising from 2.0% in 2022 to 3.3% in 2024, exceeding the regulatory limit of 2%. Despite maintaining an overall Call Setup Success Rate (CSSR) of 98%, which surpassed the minimum threshold of 95%, regional disparities remained a concern. Users in Kisoro experienced a DCR of 22.7% and a Blocked Call Rate (BCR) of 11.5%, while Isingiro recorded 9.1% DCR and 5.2% BCR, far exceeding the regulatory limit of 2%. Similar issues were identified in towns like Ntungamo (DCR of 4.8%), Mityana (DCR of 2.9%), and Mayuge (DCR of 12.6%), highlighting uneven service quality across regions.

MTN and Airtel demonstrated strong performance and consistent improvements, meeting or exceeding UCC’s performance targets in most areas. MTN maintained a CSSR of 99% and reduced its DCR from 0.8% in 2022 to 0.1% in 2024. In Mubende, MTN achieved flawless performance with no dropped or blocked calls. Airtel’s CSSR improved from 97% in 2022 to 99% in 2024, while its DCR dropped from 0.8% to 0.2%. Despite these achievements, Airtel faced challenges in Gulu, Masindi, and Mbarara, where blocked calls exceeded the 2% limit.

Lycamobile’s performance showed inconsistencies, with its CSSR Compliance Rate dropping from 88% in 2023 to 69% in 2024, far below the 95% target. However, its Dropped Call Rate remained low, ranging between 0.1% and 0.5%, suggesting better stability once calls were connected but significant issues in establishing them.

The report also assessed data performance, revealing notable differences among operators in download speeds, latency, and data packet loss. MTN led in download speeds, averaging 16.3 Mbps, followed by Airtel at 15.5 Mbps, while Lycamobile lagged at 5.3 Mbps. Latency was highest for Lycamobile at 84 milliseconds, compared to 69 milliseconds for Airtel and MTN, with lower latency being critical for real-time applications like video calls and online gaming. Lycamobile also recorded the highest data packet loss at 16.3%, although this was an improvement from 22.7% in 2023. Airtel’s data packet loss worsened to 16.3% from 5.6%, while MTN maintained better performance with an average loss of 7.8%.

Blocked and dropped calls were linked to network congestion, weak signal strength, and infrastructure gaps in certain regions. Data performance issues, such as high packet loss and latency, were attributed to network inefficiencies and limited capacity to handle increasing demand. Poor service quality disrupts communication, business operations, and access to digital services, particularly in underserved areas, underscoring the need for improved telecommunications infrastructure.

While MTN and Airtel have set a high standard for quality, UTeL and Lycamobile face significant challenges in meeting the growing needs of Ugandan consumers. The UCC’s report underscores the critical role of accountability and investment in ensuring equitable access to reliable telecommunications services across the country.

The assessment ensures that service providers are held accountable for meeting regulatory standards and delivering value to customers. Consumers deserve high-quality, reliable services, especially given the growing reliance on mobile and internet connectivity for daily activities

Hikmatu Bilali